Pega Email Bot features
Pega Email Bot™ provides you with important features, depending on your version of Pega Platform. Once you create, configure, and build an Email channel, users can send emails to your application to instantly ask for help, obtain more information, or report problems. The comparison matrices in the sections below provide a comprehensive view of feature support across different Pega Platform versions.
The following video describes new chatbot and email bot features that are available in Pega Platform version 8.6:
Run time
The following table lists the available run-time features by Pega Platform version.
| Run-time feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Show notification banners, and resolve or transfer a triage case to indicate that customer service representatives (CSRs) performed these actions. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Display the Get next email button in the Case Manager portal when you configure the Email channel. | ✓ | |||||||
| Rename categories to topics. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Supports automatic mapping of entities to case properties. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Check for duplicate cases. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Use an improved user interface when replying and creating cases. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Supports right-clicking when mapping entities to case properties. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Show the detected entities from attachments on the View Analysis page. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Link a triage case to a business case automatically. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Use the Created by and Updated by properties in a triage case and a business case for work that is automated by the Email channel. | ✓ | ✓ | ✓ | ✓ | ||||
| Display built-in reports in the Email Manager portal to visualize performance and level of automation. | ✓ | ✓ |
Design time
The following table lists the available design-time features by Pega Platform version.
| Design-time feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Supports multiple email accounts in the Email channel. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Edit the Text Analyzer rule directly from the Email channel. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Display the account status verification and account status messages in the system. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Select the Record training data checkbox so that the system adds feedback on manually triaged cases to the text analytics model. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Supports the Save as option in the Email channel. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Display the History tab in the Email channel. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Add a reference operator to the Email channel. | ✓ | ✓ | ✓ | ✓ | ||||
| Let users select multiple supported languages for the email bot. | ✓ | ✓ | ✓ |
Intelligent routing
The following table lists the available intelligent routing features by Pega Platform version.
| Intelligent routing feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Supports automatic routing and case creation. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Supports routing that is based on the detected topic, sentiment, language, or a custom When rule. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Supports automatic replies that are configured in routing rules. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Show topics for all detected languages in the Email channel configuration. | ✓ | ✓ | ✓ | |||||
| Supports multiple languages during the creation of cases and sending of automatic replies. | ✓ | ✓ | ✓ |
Cases
The following table lists the available case features by Pega Platform version.
| Case feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Perform mapping of entities to business case properties from email content. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Supports the configuration of suggested cases. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Use a section that you can update on the Behavior tab for suggested cases. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Map entities to case properties on the View analysis page. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Use text analytics model feedback when manually sending suggested replies. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Use language-specific configuration for suggested cases. | ✓ | ✓ | ✓ | |||||
| Handle responses to automatic email notifications triggered from a case. | ✓ | |||||||
| Associate and disassociate service requests from a triage case. | ✓ |
Email replies
The following table lists the available email reply features by Pega Platform version.
| Email reply feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Send a customer an email reply directly from a triage case. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Send feedback to a customer by sending suggested replies. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Reply to an email from a business case by using Pulse. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Supports having multiple recipients in an email reply by using the TO/CC/BCC fields together with validations. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Display information about the email sender and the receivers in a triage case. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Send emails to users using the send email API. | ✓ | ✓ | ✓ | ✓ | ||||
| Supports language-specific configuration in suggested replies. | ✓ | ✓ | ✓ | |||||
| Reply to all of the email recipients by clicking Reply all. | ✓ | ✓ | ||||||
| Forward emails to additional stakeholders from a triage case. | ✓ | |||||||
| Outbound email templates for replies and acknowledgment emails. | ✓ | |||||||
| Secured email threading logic. | ✓ | |||||||
| Select email templates from the email compose window. | ✓ |
Document processing
The following table lists the available document processing features by Pega Platform version.
| Document processing feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Use the Pega NLP text analyzer for analysis of text-based documents attached to an email. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Supports optical character recognition (OCR) in attached image-based files (by using Partner solutions and integrations). | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Supports conditions during file attachment analysis. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Map entities detected in file attachments to case properties. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
NLP analysis
The following table lists the available NLP analysis features by Pega Platform version.
| NLP analysis feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Perform NLP analysis of content in an entire email thread. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Suggest cases that are based on NLP, and add a triage case to a business case along with file attachments. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Highlight detected entities in the body of an email. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Supports keyword-based entities. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Supports the analysis of email subjects and signatures. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Supports named entity recognition, including multiple entities in the text analytics model. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Supports the NLP analysis of HTML content. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Supports the iNLP text analyzer and use outcomes from multiple text analyzers. | ✓ | ✓ | ✓ | ✓ | ||||
| Change the default analyzer in the advanced configuration and display the text analysis settings on the Behavior tab. | ✓ | ✓ | ✓ | ✓ | ||||
| Use language-specific configuration when editing topics. | ✓ | ✓ | ✓ | |||||
| Perform advanced text analyzer configuration in App Studio. | ✓ | ✓ |
Training models
The following table lists the available training model features by Pega Platform version.
| Training models feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Use the Training data tab to perform inline editing of records. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Send feedback about training data to the text analytics model in the Email channel. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Use bulk Mark reviewed and Delete actions on the Training data tab. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | |
| Update the text analytics model with one click. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Edit and mark up the training data records on the Training data tab. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Create, update, and remove entities on the Training data tab. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Highlight entities. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Create both entity and topic feedback for training records. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Display warnings and errors after building the text analytics model. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Click Save as to create a copy of out-of-the-box entities in the application ruleset. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Export both reviewed and unreviewed records together with entity models. | ✓ | ✓ | ✓ | ✓ | ||||
| Import both reviewed and unreviewed records together with entity models. | ✓ | ✓ | ✓ | ✓ | ||||
| Send feedback to the text analytics model when removing an entity. | ✓ | ✓ | ✓ | ✓ | ||||
| Supports using different versions of the text analytics model. | ✓ | ✓ | ✓ | ✓ | ||||
| Supports multiple languages on the Training data tab. | ✓ | ✓ | ✓ | |||||
| Train the text analytics model based on email attachments. | ✓ |
Entity property mapping
The following table lists the available entity property mapping features by Pega Platform version.
| Entity property mapping feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Use an entity-to-case property mapping definition at design time. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Train entities when property mapping from a case, when the triage case data is manually mapped into a business case. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Train entities during the mapping of entities to case properties, including in HTML mode. | ✓ | ✓ | ✓ | ✓ | ||||
| Use a When rule to enable the collection of feedback for entity-to-case property mapping. | ✓ | ✓ | ✓ | |||||
| Use language-specific training during entity-to-case property mapping. | ✓ | ✓ | ✓ |
Email Manager portal
The following table lists the available Email Manager portal features by Pega Platform version.
| Email Manager portal feature | 7.3.1 | 7.4 | 8.1 | 8.2 | 8.3 | 8.4 | 8.5 | 8.6 |
| Assign triage cases to an operator based on their worklist. | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ | ||
| Refresh the worklist automatically to display new emails. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Refresh the user interface for the email list. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Use the Customize table option in the Email Manager portal. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Communicate internally using the Pulse tab and notifications. | ✓ | ✓ | ✓ | ✓ | ✓ | |||
| Let operators access multiple work queues in the Email Manager portal. | ✓ | ✓ | ✓ | ✓ | ||||
| Use the Assign to self option in the work queue context. | ✓ | ✓ | ✓ | ✓ | ||||
| Show email sentiment pattern (positive, negative, neutral) for all received emails in a triage case. | ✓ | ✓ | ||||||
| Use email threads for customer and other stakeholders for a triage case. | ✓ |
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